Refund policy

All products sold by The Memory Story Co. are digital downloads — PDF files delivered electronically. Nothing physical is shipped.

1. The nature of digital delivery

When you complete your purchase, you expressly request that we supply your digital files to you immediately, and you acknowledge that by doing so, you give up your right to a 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is a standard requirement for digital content sold online in the UK, and it's what allows us to deliver your files to you straight away rather than making you wait two weeks.

Because of this, we are unable to offer refunds simply because you've changed your mind, ordered the wrong item by mistake, or no longer want the product, once the files have been made available to you.

2. When you ARE entitled to a refund or replacement

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. You're entitled to a refund, replacement, or repair if:

  • The file doesn't work — it's corrupted, won't open, or is missing pages
  • You received the wrong product — a different item than the one you ordered
  • The download link failed and you were unable to access your purchase after contacting us
  • The product is not as described on the product page

In any of these cases, contact us first. Under the Consumer Rights Act 2015, we're entitled to one opportunity to fix the problem — usually by sending you a corrected file — before you're entitled to a refund. In practice, this almost always resolves the issue immediately, since it's simply a case of re-sending a working file.

If we can't fix it, or don't fix it within a reasonable time, you're entitled to a full refund.

3. How to request help or a refund

Email us at [your support email] within 30 days of your purchase, with:

  • Your order number
  • The product name
  • A description of the problem (a screenshot helps, if relevant)

We aim to respond within 2 business days, and to resolve genuine file problems the same day wherever possible.

4. Personalisation and use

Some of our products are blank keepsake templates intended to be personalised, printed, and written in by you or your family. Because these are creative works delivered as data, the same digital-content rules above apply — we can't accept a return based on personal taste (for example, not liking the layout or colour scheme) once the file has been delivered, since you're able to preview the design in our product images before buying.

5. Licence reminder

All products are licensed for personal, non-commercial use by the purchaser and their family. They may not be resold, redistributed, or shared outside your own household. This doesn't affect your right to a refund or replacement under Section 2 above — it's a separate point about what you're allowed to do with the files once you own them.

6. Chargebacks and payment disputes

If you're unhappy with a purchase, please contact us before raising a dispute with your bank or card provider. We resolve the overwhelming majority of issues within a day, and a direct chargeback can delay a straightforward fix and may incur fees that make it harder for us to help quickly.

7. Contact

The Memory Story Co. Email: smartgad1@yahoo.com Website: thememorystoreco.store

This policy does not affect your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.